Glossary

Getting familiar with eva terms

List of most common words in alphabetical order

Term	Definition
Admin	Profile with access to all eva resources
API	Application programming interface, a communication protocol that helps different apps communicate with each other.
Automated Learning	Question-answering software that interpret users’ questions and answers them based on documents uploaded beforehand.
Automated tests	Process of making sure that a virtual agent answers an intent within expected parameters.
Virtual agent	A virtual agent capable of understanding human speech and to respond accordingly.
Bulk training	Massive import of intents to a virtual agent knowledge base or examples/utterances to an intent.
Channel	Platform where the virtual agent interacts with users.
Cell	Visual flow element that makes it easier to use the Workspace interface and to create and manage your virtual agent.
Cockpit	Name of the space that hosts all eva resources.
Cognitive engine	Software that processes human natural language.
CTA	Call to action. These are links or buttons on a page that encourage users to take a specific action. Sometimes it comes as an email form and a button with texts like “Subscribe”.
Dashboard	Feature in Cockpit where Admins and Editors can check the virtual agent’s performance through provided metrics.
Disambiguation	Resource used when building the knowledge base that removes possible ambiguities or requests help from the user to complement their interaction.
Dialog Manager	Main feature in eva, it's the workspace where you can create dialogs and build your virtual agent knowledge base.
Editor	Profile that can access all eva resources, except create, edit and delete users and virtual agents.
Entity	User interaction, usually associated with an adjective, noun, product, services, etc., that can modify or complement the Intent.
eva	NTT DATA virtual agent - Virtual agents building and managing platform.
eva NLP	NTT DATA proprietary Natural Language Processing (NLP) engine.
Evaluable Answer	Answer that can be evaluated by the user.
Handoff	Process when a human agent takes over the conversation, usually because the virtual agent doesn't understand the user, or the issue is not yet in the knowledge base.
Integration	eva allows integration with different cognitive engines, like eva NLP (NTT DATA), Watson (IBM), Dialogflow (Google), Luis (Microsoft), and others.
Intent	What the user has in mind when asking a question; represents its main purpose. Identifying these intents is critical to a virtual agent success for it’ll start the conversation.
Knowledge Base	The sum of all flows, intents, answers, services and trainings in a virtual agentt.
Metrics	Measure of a data to manage or analyze the virtual agent’s performance.
Not Expected	A fallback answer that works as a flow when the virtual agent doesn’t understand the user’s context.
Parameter	Value added to configure software behavior.
Repository	The place where intents, answers, services, flows and trainings are stored.
Request	A request/report from the customer via eva support page (Jira).
Ticket	Number assigned to each request. It helps you track updates on the workflow.
Training	Name of the process that allows the virtual agent to learn to interpret user inputs; intent classification.
Transactional Answer	Answer that must be connected to an external API (depends on external sources). Your virtual agent will have to look elsewhere to answer your user and you have to show where.
User	The person who is talking to the virtual agent.
Utterance/Example	A sentence the user would say during a conversation with the virtual agent. It is the most important component of an intent.
Webhook	A way of receiving information between two applications.
Welcome Message	The first message the virtual agent sends to start off chatbot-human interaction. It is an answer cell and works as a unique flow.
Workspace	Where you can visualize and design flows.